CBCP业务连续性管理专家培训材料_Area5.ppt

1,Business Continuity Management Course for Advanced Professionals Introduction,2,Subject Area 5 : Emergency Response and Operations,3,Lesson Overview,In order for your organization to be prepared to respond to an emergency, the following procedures need to be in place: Identification of required teams, their roles, and their actions in an emergency Defined escalation and notification procedures required to activate teams Defined emergency response procedures,4,Professional Practices for Business Continuity Professionals,Project Initiation and Management Risk Evaluation and Control Business Impact Analysis Developing Business Continuity Strategies Emergency Response and Operations Developing and Implementing Business Continuity Plans Awareness and Training Programs Maintaining & Exercising Business Continuity Plans Crisis Communications Coordination with External Agencies,5,Objectives,Develop and implement procedures for response and stabilizing the situation following an incident or event, including establishing and managing an Emergency Operations Center to be used as a command center during the emergency.,6,The Professionals Role (1/2),Identify Potential Types of Emergencies and the Responses Needed (e.g., fire, hazardous materials leak, medical) Identify the Existence of Appropriate Emergency Response Procedures Recommend the Development of Emergency Procedures Where None Exist Integrate Disaster Recovery/Business Continuity Procedures with Emergency Response Procedures and Escalation Procedures,7,The Professionals Role (2/2),Identify the Command and Control Requirements of Managing an Emergency Recommend the Development of Command and Control Procedures to Define Roles, Authority, and Communications Processes for Managing an Emergency Ensure Emergency Response Procedures are Integrated with Requirements of Public Authorities (Refer also to Subject Area 10, Coordination With Public Authorities),8,Terms & Definitions - Emergency Response Team,Emergency Response The immediate reaction and response to an emergency situation commonly focusing on ensuring life safety and reducing the severity of the incident. Emergency Response Team Qualified and authorized personnel who have been trained to provide immediate assistance.,9,What to do in an emergency? What do I tell my customers? How do I contact my employees and tell them where to report? Where do I go? I need supplies and a PC to start working again. The Press keeps asking me all of these questions. What do I tell them? All my files were destroyed. What do I do now? How do I contact my customers?,What Should I Do In A Emergency?,10,Emergency Response Components,Reporting procedures Pre-Incident preparation Emergency actions Facility stabilization Damage mitigation Testing procedures and responsibilities,11,Business Continuity Phases,Event,Reduce Mitigate & Plan BEFORE Disaster,Respond Implement Response Procedures DURING Disaster,Recover & Resume Critical Operations And Processes AFTER Disaster,Restore & Return to normal operations at final site,12,Emergency Preparedness & Response,Normal Event-Response Recover Normal,Steering Committee,Identify Define CATEGORIZE Escalate Notify,Public-Private-Emergency Response/Management,Life-Safety,Property Protection/ Physical Security,Organization,Technology,Recover-Restore-Resume,Pre-Plan/Mitigate Respond/Stabilize/Manage/Recover Normalize,13,Emergency Response Procedures,Protection of personnel Containment of incident Assessment of event Determine & implement appropriate actions Develop “response” sheets,14,Emergency Response Objectives,Identify types of emergencies and responses needed Identify current procedures/recommend new Integrate business continuity procedures with emergency procedures Define core roles and responsibilities,15,Roles & Responsibilities,Executive Business Continuity Planner/Coordinator Steering Committee/Crisis Management Team Representatives from across the organization Becomes the Crisis Management Team or Emergency Management Team Leverage the structure currently in place!,16,Executives Role,Answer board concerns Show critical customers they are important Strategic visionary The decision-maker,17,Steering Committee/CMT,Uniquely positioned to understand and manage emergency & catastrophic events Has the authority to monitor and manage situation at hand Strategy review approval Exercise review approval Allocates necessary support and resources,18,Authority of CMT,Decides the strategic recovery direction based on the findings of damage assessment and the impact on operations Notifies appropriate personnel based on type and magnitude of disaster Initiates and administers plan during emergency Administers and directs problem management,19,Role of Business Continuity Planner/ Coordinator,Part of the SC/CMT Develops/distributes emergency response procedures Updates procedures to reflect changes Monitors effectiveness of procedures during drills Revises procedures as necessary Maintains a library of emergency response procedures During a disaster, assists in the implementation of response and alternate operating strategies Act as coordinator during emergency situations,20,Changing Roles,Day to Day Operations Normal company organization “Business as usual” Steering Committee Business Managers,During a Crisis Business Continuity Organization Survival of time sensitive operations Crisis Management Team Team Leaders report to CMT,21,Teams & Tasks,Emergency Response Team Provided for safety of personnel and their current location Human Resources Team Maintain status information on any personnel receiving medical treatment or other disaster related services Risk Management & Insurance Notify insurance representatives of the incident and coordinate their involvement in site reviews and initial adjustment activities,22,Teams & Tasks,Media/Public Relations Manage the information flow and content throughout the disruption Safety & Security Establish security of the vacated or damaged facility (ies) as soon as possible following an incident Vital Records Notify the off-site storage locations of team members arrival and support needs,23,Components of Emergency Response,Internal escalation procedures Emergency notification procedures Life safety procedures Property protection/physical security Technology protection Protection of the organization Training procedures and responsibilities,24,Identification & Recognition,Identify disruption/event Notify appropriate authority During business hours Supervisor Help desk Security During non-business hours Security Central monitoring systems,25,Escalation Procedures,Provides structured guidelines to the response and recovery Teams in an emergency situation Provides viable alternatives in selecting appropriate recovery action to assist in reestablishing normal operations Does NOT state predetermined actions for every potential interruption cause,26,Escalation Procedures,Tie escalation procedure levels to HSAS If situation is not a disaster, or is limited to one floor, or one business unit- Activate limited response & recovery plans while monitoring situation Expand response & recovery operation as needed,HOMELAND SECURITY ADISORY SYSTEM,LOW,SEVER,ELEVATED,GUARDED,HIGH,Homeland Security,27,Escalation Procedures,Disruption No modification to the scheduled workload of the unaffected functions and operations Little or no mobilization of the Business Continuity Organization needed,Elevated,28,Escalation Procedures,Emergency Partial mobilization of the Business Continuity Organization may be needed for response and remediation of the identified problem,High,29,Escalation Procedures,Disaster The interruption is estimated to be more than the RTO Critical functions and operations must be recovered at an alternate site Mobilization of the Business Continuity Organization is indicated Self assessment,Severe,30,Emergency Notification Procedures,Purpose Identify key contacts for emergency notification Establish a priority sequence of notification list Objectives Notify key personnel in the event of emergency Assemble key personnel Facilitate gathering all information necessary to make a declaration decision,31,Emergency Notification Procedures,Notification sequence Contact manager or supervisor with nature of problem Notify public safety authorities (if needed) Initiate evacuation or Shelter in Place (if needed) Control access to facility Coordinate backup assistance Account for all personnel Evaluate nature and seriousness of incident Pass information on to senior management/CMT,32,Emergency Notification Procedures,Internal process Notifying senior management of the emergency and the recommended response Which teams are required? Names of those responsible for assessing degree of risk to life and property Who should be notified for various types of emergencies? External process External agencies Media,33,Emergency Notification Procedures,Notifying employees & building occupant 24/7/365 Correct information quickly Employee notifications Report to work? Report to alternate location? Available standby or on call? Employee family notification/relations,34,Public-Private-Emergency Response/Management,Life-Safety,Property Protection/ Physical Security,Organization,Technology,Recover-Restore-Resume,Respond/Stabilize/Manage/Recover Normalize,Event-Response Recover Normal,Evacuate Shelter in Place Provide Emergency care,35,Life Safety Systems,Centralized system and procedures Fire detection systems Smoke or heat sensors Fire suppression system Gas (Halon 1301,FM-200, Novec1230) Water (sprinklers, hoses) Procedures Prevention ( good housekeeping, welding restrictions, etc. ) Notification Public address system Signal lights (strobes) Warning sound (annunciations, klaxons),36,Life Safety Procedures,Emergency evacuation Run away to safety Pre-defined rally points Evacuation outside of established areas Hazardous material spill Flooding/Severe weather Martial Law situations Shelter in place Move to predetermined locations,37,Dont end up like this guy,“You have reached the Fire Department. If youre reporting a smoke condition, press one. If youre reporting an electrical fire, press two. If youre”,38,Evacuation Plan Components,Required if conditions are dangerous inside the building and safer outside the building Must have at least 2 assembly locations outside the building and a safe distance away Must have the ability to account for persons safely evacuated Must identify persons who are unaccounted for All building occupants required to participate Visitors must be briefed when entering the building Evacuation maps and directions posted in every hall and work area High Rise Evacuation,39,Evacuation Plan Elements,Emergency Evacuation Team Identify personnel with the authority to order an evacuation Determine the conditions under which an evacuation would be necessary Accounting for personnel Floor wardens Searchers Elevator/Stairwell monitors Assistors for those with special needs,40,Evacuation Outside of Impacted Area,Hazardous materials spill Flooding/Severe weather Martial Law situations,41,Shelter in Place Elements,Identify shelter space or safe room Facility Community Establish procedures for sending personnel to shelter Determine needs for emergency supplies water, food, and medical supplies-Shelter kit Designate shelter managers ,42,Public-Private-Emergency Response/Management,Life-Safety,Property Protection/ Physical Security,Organization,Technology,Recover-Restore-Resume,Respond/Stabilize/Manage/Recover Normalize,Event-Response Recover Normal,Protect Employees Protect Property Protect Assets,43,Property Protection/Physical Security,Mission: protect Employees Physical plant assets Facilities Equipment Intellectual property of organization Vital records Security measures should be increased during any event that compromises normal operations,44,Property Protection Components,Identify all critical operations Utilities Security and alarm systems Manufacturing equipment Pollution control equipment Communication systems Data and voice Transportation systems,45,Property Protection Components,Activities during disaster/event Contact emergency response providers Assist employees as needed (i.e. evacuation) Containment activities after disaster Secure Area Facility Stabilization Limit access by non-authorized personnel Physical security of entry Storage, roof, and mechanical areas Securing access to the outdoor air intakes of the building HVAC system,46,Property Protection Systems,Determine needs for systems to detect abnormal situation, provide warning and protect property Fire protection Emergency power generation Lightning protection Water-level monitoring Automatic shutoffs Access and monitoring Overflow detection,47,Property Protection Procedures,Establish procedures for Shutting down the building Closing or barricading doors and windows Covering/securing equipment Moving equipment to a safe place Identify & stock backup equipment, parts, and supplies Identify and label all hazardous materials containers,48,Emergency Response,Public-Private-Emergency Response/Management,Life-Safety,Property Protection/ Physical Security,Organization,Technology,Recover-Restore-Resume,Respond/Stabilize/Manage/Recover Normalize,Event-Response Recover Normal,Protection Policies Preventative Maintenance Schedules Protect Technology Infrastructure,49,Protecting Your Technology,Responsible for: Providing automated and technology Services to organization Backing up data on a regular basis Recovering “lost” data and/or services Restoring services if they become impaired,50,Protecting Your Technology,Ensure that key technicians, operators and personnel are familiar with all system Establish orderly shutdown procedures Establish procedures for restoring systems Determine need for backup systems Establish preventative maintenance schedules for all systems and equipment,51,Dont get caught without a plan,“well, thank God we all made it out in time. Course, now were equally screwed”,52,Implementation of Procedures,Identify command and control requirements Emergency Operations Center Designing, equipping, opening, security, scheduling, management, & closing Command and decision authority roles Communication options/tools